Freescout: Implement API

Created on 22 Nov 2018 · 16Comments · Source: freescout-helpdesk/freescout

API should be a part of the core app.

FreeScout API must be equal to HelpScout's API.
No burst write limits.
Enable API option in Settings.
Instead of oAuth authentication use HTTP Basic Authentication (https://developer.helpscout.com/help-desk-api/). API key can also be passed via X-Freescout-API-Key HTTP header.

help wanted

Source

freescout-helpdesk

👍5

Most helpful comment

I've had a look at the Helpscout API. That's a tall mountain to climb. But sharing endpoints with Helpscout would make it easier for other web applications to connect with Freescout. Good idea.

I would suggest making the API a paid module and not an inexpensive one. It would do fine in the $20 to $50 category. Anyone who needs an API for his or her help desk can afford to contribute to seeing it built properly.

foliovision on 9 Oct 2019

👍7 😕1

All 16 comments

highly agree. in this way, it can be used on any app platform and become very useful to any organizations.

caloyregs on 18 Sep 2019

Real world API use: posting forum tickets in a structured way. I.e. new posts on an existing topic will add to the existing topic like a thread.

The advantage of enhance forum management like this are several:

offers the team the ability to talk among themselves about a forum topic privately
many forums offer private comments among admins but there's always a risk that something will go wrong and those private posts will be public
the ability to assign posts to one another
the ability to use very lightweight forums by moving the management into an alternate channel
consolidating support channels in the help desk, improving workflow

API is a big project. I am happy to offer $300+ support for the creation of an API which will allow us to pipe our forum posts into Freescout in a structured way. My support is only part of the support the Freescout will need to implement a robust API. Anyone else who would like to support the building of an API for Freescout, this would be a good place to standup and be counted.

There's no point to building a weak or fragile API so enough time and resources have to be put aside before starting. I'd recommend starting from an existing API. Our lead programmer will drop by with more technical notes on what is required from a helpdesk API to allow it to replace forum management.

foliovision on 8 Oct 2019

Here are the Teamwork Desk API endpoints which we use for our forums:

POST /desk/v1/customers/search.json - searching by email address, used to attach a ticket to existing customers in Teamwork Desk
POST /desk/v1/customers.json - used to create Teamwork Desk customers with email, first and last name, storing the customer ID in our forum database for future use
POST /desk/v1/tickets/{id}/followers.json - used to add ticket followers
DELETE /desk/v1/tickets/{id}/followers.json?userId={Teamwork Desk user ID} - used toremove ticket followers
POST /desk/v1/tickets.json - adding new tickets using message body, customer ID or customer email, first and last name

fvmartin on 8 Oct 2019

I've had a look at the Helpscout API. That's a tall mountain to climb. But sharing endpoints with Helpscout would make it easier for other web applications to connect with Freescout. Good idea.

foliovision on 9 Oct 2019

👍7 😕1

Hi - just wanted to check if there's any progress on this? We'd be happy to contribute $ toward this goal. Feel like it's the only thing missing.

vrad123 on 12 May 2020

FreeScout Team may start implementing this in 1-2 years. If anyone is willing to implement it earlier, please let us know.

freescout-helpdesk on 13 May 2020

😕4

Well this is the only reason why I cannot migrate to freescout because there are no endpoints so I cannot integrate with other tools/services.

Mte90 on 1 Jun 2020

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Indeed, it is becoming increasingly important to have an API, or at least a Webhook system.
@foliovision we can contribute to development economically or with hours of development if you want to develop a module.